IT Desktop Support Technician
On-sitePasadena, California, United States
Job Summary
Answer and resolve inbound technical calls at a large hospital Help Desk, efficiently and professionally in a fast-paced team environment. Troubleshoot corporate applications using a Knowledge Base, assign issues to appropriate support groups, and follow escalation procedures per service level agreements. Utilize remote control tools to assist end users and maintain accurate records in incident management tracking. Perform security access processing, ID tracking, password reset assistance, and PC hardware/software inventory checks while stocking spare parts. Demonstrate broad technical knowledge to act as a resource for resolving errors and proactively identify solutions. Plan, prioritize, and organize work to meet established objectives.
Required Qualifications
- Ability to answer and resolve inbound technical calls at a large hospital Help Desk, efficiently and professionally, in a fast paced team environment
- Troubleshooting corporate applications with the use of a Knowledge Base
- Ability to assign issues to the appropriate support group as needed
- Knowledge of and ability to follow all escalation procedures according to service level agreements and IT policies
- Ability to use remote control tool to assist end users when needed
- Ability to provide an accurate record of each call in incident management tracking tool
- Depth and breadth of knowledge/skills for own area
- Ability to apply knowledge/skills outside of own function
- Ability to act as a technical resource to others to resolve problems, issues, errors or related
- Ability to anticipate customer needs and proactively identify solutions
- Ability to plan, prioritize, organize and complete work to meet established objectives
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